Increasing Patron Monitoring in a Library Setting Matthew Thornton Brodhead BSAP Spring 2007 Allison Mueller
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Increasing Patron Monitoring in a Library Setting
Matthew Thornton BrodheadBSAP Spring 2007
Allison Mueller
Special Collections and Rare Book Room• Over 39,000 books including:
– 120 Medieval manuscripts– Fine press books– American Women’s Poetry Collection– Historical Children’s Collection– Pop-up books– Artist books
Participants
• Student employees of Western Michigan University Libraries– 7 total employees
• Including me
• Manager: Susan Steuer Ph. D. of History and head of Special Collections and Rare Book Room
Reason to Intervene• Library staff were not monitoring
patrons while they used library materials• Dr. Steuer wanted to increase
monitoring behavior because materials housed at Special Collections are:
• Out of print• Hard to come by• One of a kind• Expensive (some books cost over $15,000) • Priceless
– Abuse of materials is not acceptable
Baseline
• Library staff monitored patrons on an average of 18.5% of 90-second intervals
mypc
Maybe state this differently or state the 90 second rule before this slide, or maybe do both! :) I had to read a couple times to understand "18.5% of 90 second intervals."
BaselinePatron Monitoring
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mypc
I would make this look more dramatic and have the scale be out of 100. It will show how low it is at first glance and that is what you use in your other graphs.Also, why are all your graphs diff. colors? Is this a mac thing...
Ineffective Natural Contingency
Given levelof
book safety
Staff memberlooks at patron
Slightly higherlevel of
book safety
Natural Competing Contingency
Given amountof time to
do homework
Staff memberlooks at patron
Less time todo homework
Nothing beats getting paid to do homework…
Performance Objectives
• The goal is for staff to monitor patrons 95% of 90-second intervals
But how…With Goal DirectedSystems Design?Of course!
Input-Process-Output Model
(Staff member who looks at patron once every 90-seconds) [Output]
(Production: Training with job aid and monitoring materials) [Process]
(Staff member who does not look at patron once every 90-seconds) [Input]
mypc
Label the process
Goal Specification Form
Output Staff member who looks at patron once every 90-seconds
Standards
Quality
Current Ideal
18.5% of intervals 95% of intervals
Quantity All staff All staff
Timeliness
Before patron leaves
Before patron leaves
Cost None 10 hours
Process Training with job aids and monitoring materials
Production: XDistribution_ R&D__
InputStaff member who does not look at patron once every 90-seconds
The Intervention
• 90-second interval timer– Beeps once every 90 seconds– Reminds staff to monitor patrons
DING!
The Intervention
• Revised patron request form– Modified to facilitate self-recording– Used for data collection
• Observation no longer necessary
9:30 am 9:36 am
MB
The Intervention
• Patron Monitoring Job Aid– How to use 90-second interval timer– How to use self-recording materials
mypc
It may be difficult to read what each section is describing when you present- may be a good idea to zoom in on half the page and split into 2 slides.
The Intervention
• Graphic Feedback– Graph updated on a weekly basis– Provided visual feedback on
performance
Placed within sight of staff
I lovegraphic feedback!
Performance Management Contingency
Will loseopportunity to
see goodgraph next
week
Staff memberlooks at patron
Will not loseopportunity to
see goodgraph next
week
SD: Before end of 90-second interval
Will loseopportunity to
see goodgraph next
week
Staff memberlooks at patron
Will not loseopportunity to
see goodgraph next
week
SD: Before end of 90-second interval
Given levelof
book safety
Staff memberlooks at patron
Slightly higherlevel of
book safety
Fear of losingopportunity tosee good graph
Staff memberlooks at patron
No fear of losingopportunity tosee good graph
Ineffective:
PM:
Inferred:
mypc
For inferred theoretical- use the same as the PM and just state fear of losing opp. to see good graph next week - does not fear...
And guess what…
• Patron monitoring improved!
Patron Monitoring
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Goal (95%)
mypc
Need to place in phase change lines and label what each section is
Patron Monitoring (Weekly Average)
80
94.72
84.19
94.4491.83
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Weeks
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mypc
keep the scale consistent btwn graphs. Insert phase change lines (both baseline and intervention should be here) and label the phases
My Performance
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Useful information
• Performance was calculated using the following formula:
R = Correct responses made by staff memberZ = (minutes patron viewed materials)x(60)I = Z/90 (I = possible intervals)
(R/I)x(100) = Percentage of correct responses
Questions about this?
10 correct responses = R
30 minutes patron viewed materials X 60 = Z
1800/90 = 20 possible intervals (Z/90)
10/20x100 = 50% of correct responses
mypc
I= Z/90 instead of Z/90= IThis will make people laugh- but be prepeared to immediatley explain very clearly. I would maybe make another slide that explains this simply.
Recycle• During the second week of the
intervention, the patron request form was revised to facilitate longer stays
• A “Notes” section was also added so staff could note anything that may have affected their monitoring behavior
Recycle
• And that was all that needed to be done to save the lives of thousands of books…
…and to help save the world with Behavior Analysis!
I.O.A.
• Jada-Rae helped me with I.O.A.– 100% for three sessions– She basically checked my math
Social Validity
• Social Validity Surveys were given during the 4th week of the intervention
• Mixed results…
Patron monitoring was in need of improvement
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1 2 3 4
1-Disagree 4-Agree
Perc
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tag
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N=5
mypc
keep scales consistent
The 90-second interval timer helped to remind me to monitor library patrons
0
20
40
60
80
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1 2 3 4
1-Disagree 4-Agree
Perc
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I would like to continue to use the 90-second interval timer
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The revised patron request form helped me to monitor
library patrons
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1-Disagree 4-Agree
Perc
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N=5
The graphs were easy to understand
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1-Disagree 4-Agree
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N=5
I would like the intervention to continue
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Good News!• Dr. Steuer loved the results so
much that she decided to make the intervention policy!
• Better yet… we will be co-writing an article for a library journal about the success that non-library students can bring to library systems– Not quite JOBM, but we’re getting
there…
And for Staff…• Staff members reported that
patron monitoring needed to increase, and that I was on the right track with my design
However…
That beeper is pretty
damn annoying…
It’s a small price topay for the greatergood of research…
DING!
Conclusion
• Everyone is satisfied with the results
• Library materials will live another dayAnd we didn’t even
have to shockanyone!
Oh dear…
Dr. Steuer
Questions or Comments?
Save the world withBehavior Analysis!
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